Hyatt Place Fort Lee / George Washington Bridge — Hotel in Fort Lee

Stayed in the Hyatt Place recently on July 11, 12, 2023. $190 a night, plus parking, plus pet charges.

The rooms are nice, they’re clean.

However:

We chose this hotel, as I’m sure many do, to have a place to travel over to mid-town NYC Manhattan Port Authority / Time Square.

There is information on the Internet that gives the impression there is bus service directly from this hotel to the NYC Manhattan Port Authority / Time Square.

There isn’t.

This is the reason we stayed at this hotel. The hotel should taken measures to get rid of this misleading information. Because it affects how people makes decisions to stay in a hotel, or not to.

Along these lines, front desk personnel at this hotel, when asked about bus travel over to the Port Authority incorrectly told us we could walk “against” the extremely high volume and dangerous I-95 northbound in front of the Hyatt to an Exxon gas station that is located south of the hotel about ten minutes away and from the Exxon gas station get on a bus to the Manhattan Port Authority.

The problem with this: One employee said there is a sidewalk to walk on. There is not. False information.

You have to walk on the shoulder that is very dangerous, because high volume traffic is frequently on the shoulder, and there is nowhere to go if a car is coming at you at 70 mph.

But most importantly, there is no bus line from the Exxon gas station bus stop to the Port Authority. That bus line, Route 171, goes from Patterson NJ to the NY side of after crossing over the George Washington Bridge. That’s where that route stops that originates from Patterson, NJ. There is not continuation to the Port Authority.

So if someone took that wrong information from the front desk employees , the guests would have to then walk all the way back to the hotel along that extremely dangerous shoulder, with their backs to the high -volume traffic, and walk back to the hotel. People would not be happy. In fact, they would be steamingly mad.

The hotel needs to make sure the information their employees give out is correct. Take care of the little things.

In terms of taking a bus near the Ft Lee Hyatt Place hotel to the PA, on can catch the bus Route 158 line on Central Avenue and Main Street in Ft Lee, which by walking, one can get there in 10-15 minutes from the Hyatt. Which would not be bad.

But, where the Hyatt Place is located on the crazy busy highways in front of the hotel, it is impossible to walk to this bus stop. Can’t be done. Can’t walk behind the hotel, there is a tall rock cliff impossible to climb, besides the hotel fence.

So if you have a car you can drive the short distance (5 minutes) over to Central and Main and then pay all day municipal parking for about $20-$30 dollars.

So the problem: The location of the hotel makes it extremely costly to take the “right” bus to the PA.

The hotel will charge you $12 a day to park overnight. The problem with this is unless you look deeply into their website, you won’t know this until you check in. And as one person reviewed, their parking lot is very large and often with a bunch of empty parking spaces, why are they charging you $12 to park? Money grab. Instead of telling you your room rate will be $190 a night (which we paid), just stop hiding the final fee and tell folks it’s $202.

The hotel charges you $75 fee for a pet. I have stayed in many hotels with our pet. The highest I ever paid was $40 a night. Again money grab.

Hotels should understand it’s the little things that often determine if a guest returns or not for a stay.

Take care of the little things, be up front and honest. Give correct information. Don’t give the impression the company is only seeking to get as much out of the guest as possible and not be up front about the money grab.

And finally, if guests wish to stay in a Ft Lee hotel in order to bus over to mid town NYC to see a show or Time Square, “do not” stay in this hotel.

It’s confusing, it’s dangerous and it’s costly.

Finally, if you read this, ask yourself.

Does this...

So the general manager (John Ball) received practically this same message via email, and decided to call me instead of respond to my email. This was to avoid having his response paper trailed so he called me on the phone to me. I decided to record the call once I realized what he was calling to say assuming the calls on his end were recorded. He called to basically say he was standing by his employees decision, but didn't want it in email. I asked him why didn't he just reply to my email. He said because he wanted to give me a "courtesy call." I said, a courtesy call would've been to say: Miss I agree with the policy Jonathan disclosed to you, but given the circumstances I apologize that this misunderstanding couldn't be accommodated better for you. Since you've acknowledged our policy. I would like to offer an apology or an offer (if he felt so inclined a small 10% token of something) as a one-time courtesy for loyalty to the brand; something of that nature. Don't call to chastise me on your policy AGAIN, and "professionally" puff up your chest in defense of a bad $60 judgment call against an apologetic returning customer that had a misunderstanding; all things considered. John Ball knew I said I would be forwarding the email to corporate (as stated at the end of the email) so he didn't respond via email. Instead he called me on the hotel phone, which I thought was recorded so I recorded our call on my end. At the end of it I wanted to confirm his call was recorded and he said no it wasn't and that he wasn't aware I was recording. I told him I wanted to have a copy of our convo for myself assuming their line was recorded, but since it wasn't there was no way I could legally use.

EMAIL: (relatively the email in its entirety - had limited character space) My father recently passed away and yesterday I was exhausted and chose your hotel to stay the night after a day of grieving and relaxation. I booked the room after 12AM and didn’t realize the checkin was for Saturday (Although it was technically Sunday) when I wanted Sunday to Monday.

In the morning their front desk explained that this was still considered a Saturday checkin because it wasn’t 3pm, Sunday. I spoke to Jonathan (asst. manager) and asked if he could make a one time courtesy given my intentions were to have 1 day; Sunday to Monday. He said I don’t want to kick you out but I'm willing to offer that you pay $60 from the $100 deposit you put down. I told I understand going forward that their location didn't honor after 12AM checkin as same day. And if he would give a one time complimentary courtesy given the misunderstanding.

I said I know there's only so much he can do since its usually the DOS/Marketing or the GM can honor a request like mine. He said that he’s able to do the same thing John Ball (the GM) can do, but was CHOOSING not to give me the complimentary early check-in all things considered.

I think as a manager there shouldn’t be ego or inflexibility when dealing with valued customers. Especially in their time of need since you're in the hospitality industry. $60 is a terrible fee to lose a customer over that sends your company and location clients. I booked through hotel tonight for a deal on the 1 day I thought I was booking. I acknowledged my misunderstanding. However paying $240 (177 + $60 "courtesy") for what I thought was 1 night was something I would've booked. When their rates are nearly half that on other platforms.

I have clients I’ve arranged complimentary stays for at other Hyatt & Hilton's nationwide. Sidebar: Justin, is an amazing host; courteous & friendly.

I declined the $60 fee off principle that Johnathan (asst manager) could’ve but said he was choosing not to consider as a courtesy my 12:20AM Sunday checkin as a Sunday, but instead count it as a Saturday checkin. I will be leaving a review on your hotel, and forwarding this to my contacts at your corporate office to inform them of the issue I experienced. It’s unfortunate this will be the last time I stay at your hotel or refer any business as well. Have a...

Location, fine. Rooms are as expected but the front desk/bar service was deplorable. The ponytailed guy in the suit, Michael, had attitude from the minute we walked in. I only learned his name the next morning after talking to the am supervisor, as Michael didnt wear any nametag the whole time and was using a bartender’s ID to write and ring info. Abrupt and curt. Like he wanted to be anywhere else but the Hyatt. Later, I went down to the bar to get a glass of wine. I asked for a bar menu, and he acted as if I was inconveniencing him. He then slid the menu over and stared at me the entire time without saying one word. I ordered a glass of wine, and they serve 5 and 9 oz glasses (one is $6 and the other $9). He pours me a 5 oz glass and then gives me the bill for roughly $11. I looked and he charged me $10.25. I was fine with paying for a larger glass despite getting the smaller glass but when I told him about the billing mistake, he said the extra amount was tax. It was not, as there was a separate line item for tax. Instead of any apology, he just said “Im just going to give you more wine because I already charged you.” At this point, he was such a jerk, I told him I wanted to pay the right price and he continued to refuse and said he would have to void the charge. I said that was fine, and instead of doing it, he proceeded to get bills and food for other customers. Then he gave me a receipt showing no void. He said he voided it but the system doesn't show it. He then said he needed my cc to charge again. I told him I would pay in cash and proceeded to go up to my room. At that point, I was so irritated, I came down and just pushed the glass of wine back towards him, said I didn't want the wine anymore and that he had been nothing but rude to me, that he’d more than doubled the price for a 5 oz glass and thar the least he could do was apologize instead of giving me attitude. He then said “fine, don't drink the wine.” As I was leaving, I heard him tell the bartender I was upset about the tax. I wonder if he’s skimming off the top by overcharging guests without them noticing. Otherwise, why lie to to the bartender? Honestly, I have stayed at many Hyatt hotels and have never come across such a rude individual. It is clear he hates his job and finds people tedious, but if that is the case find another job. Being inhospitable in the hospitality industry is a clear indication that the person is not the right fit. I was shocked to learn the next morning that he is actually the night supervisor. If he were the supervisor at all Hyatt, the business would go bankrupt. I’ve stayed at many Hyatt hotels, and perhaps the difference is that this was not a Grand Hyatt, where I’ve received impeccable service, but I won’t be returning to this location. It’s a shame, because his attitude ruined what would otherwise been a fine impression...